Research On Corporate Customer Relationship Management Based On Knowledge Map

With the change of COVID-19 and the international situation,great changes have taken place in the international and domestic market economies.Interest rates have been continuously liberalized,network finance has launched an impact on traditional finance,the competition risk between banks has increased,and profit margins have been declining.The bank’s customer information is also undergoing great changes.Banks must timely obtain the latest risk information of bank customers,especially corporate customers,through new technologies.In this way,the bank can survive for a long time in fierce competition.The bank needs to build a customer-centered marketing system,borrow the new knowledge map technology to tap the potential of current customers,and expand new customer resources with the help of the relationship of knowledge map.Based on the existing customer relationship theories(such as customer loyalty theory,customer satisfaction theory,customer segmentation theory,customer relationship management theory,customer value theory,etc.)and the brand-new artificial intelligence technology-knowledge map,this paper takes the behavior of A Rural Commercial Bank as the research object,and studies the current situation of A Rural Commercial Bank’s public customer relationship management and the empowerment of knowledge map to A Rural Commercial Bank’s public customer relationship management.Based on the knowledge map technology,a corporate customer relationship management system suitable for A Rural Commercial Bank is established.The corporate customers of A Rural Commercial Bank are classified by using the knowledge map technology combined with a large amount of external data at present.According to various relationships such as equity relationship,concerted action relationship,settlement(transfer)relationship,guarantee relationship,overdue relationship and so on,corporate customers of A Rural Commercial Bank are comprehensively sorted out according to the relationship results.Based on this,the corporate customers of A Bank are divided into the following new types:group faction customers,upstream and downstream customers.Finally,it is concluded that in order to truly improve the public customer relationship management of A Rural Commercial Bank,it is necessary to comprehensively improve the concept of public customer relationship management,the assessment mechanism for account managers,and the application of big data technology,and finally realize the overall improvement of public customer relationship management level.